What is Call Connect?

Call Connect was built specifically for customers who have their own call centers and are using Verse to increase their contact rate with their leads. With this feature, Verse is able to warm up a lead through our SMS and email cadences, determine if the lead is a "target customer" of yours, and when a lead is ready for a call, that call will be routed directly to the call center. Verse records an IVR (Interactive Voice Recording) and calls the lead asking them if they're ready to connect now, if so - "press 1".

Once the lead presses 1 - or another number if so preferred the lead is automatically transferred to a number of your choice. This can be a hunt group that dials all of your sales team or another number that handles round-robin assignment - however, your VOIP provider is configured.

How does it work?

Here is a breakdown of how this feature works:

  1. A lead is received by you and is sent to Verse to work.

  2. The lead goes directly into your campaign/script that is set up during the Onboarding process.

  3. When a lead responds to a text or an email, they will be distributed as normal and will appear in a Verse Concierge Rep’s queue.

  4. The Rep will work this lead as normal via SMS.

  5. In the event a lead requests a call, the concierge will initiate the call via the console as they do today by pressing the “Initiate CallConnect” Button on the console. Verse Concierges do not talk with the lead directly and the lead is transferred to your number.

  6. Once the call has been placed, the lead record is updated to show that the call has been placed.

  7. Once the call is initiated via the console, the lead will receive an automated call from Verse with an option to “Press 1 to connect” or “Press 9 to opt out”. This will also be based on the IVR Recording created for this CallConnect setup.

  8. If a lead opts out, they are immediately unqualified.

  9. If a lead chooses to connect, they will be routed directly to the call center. At this time, the lead will be qualified within Verse.

  10. If the Lead is successfully connected with your Team, the lead record will be updated to show the call was connected successfully.

  11. If the lead is not connected with your team, the lead record will be updated to show the lead was not connected successfully and Verse will send a text message to the lead saying something along the lines of "Oops, looks like you weren't connected, can I try again now?"

  12. If the lead says yes - we'll make another Call Connect attempt, if the lead says no - we'll schedule another time to try call connecting them again.

Best Practices + Expectations:

In order to optimize for CallConnect Setups. The following best practices and expectations should be set to the customer when they are considering using CallConnect as a Verse setup:

Priority Questions:

CallConnect Scripts should NOT have any priority questions in the way of the CallConnect Transfer. The goal of CallConnect is to get leads over to your Call Center right away.

Test before going live:

Since Verse has very little control over how your VOIP system is set up, we'll want to test the experience before going live. Be sure to put yourself through the CallConnect process to understand if there are any issues that need to be resolved.

Business Hours:

In order to optimize engaging leads via SMS on CallConnect, we should ALWAYS gather Business Hours from customers as the CallConnect Scripts utilize dynamic business hours scripting for leads engaged during and off-business hours.

FAQs and Answers:

Q: What happens when a lead calls your Verse phone number?
A: The call will be routed directly to your call center.

Q: What happens when a CallConnect is attempted?
A: The lead record will be updated with the attempt result, either connected successfully or unsuccessfully. If the attempt is unsuccessful we'll coordinate with the lead to try again later.

Q: Are leads reminded of scheduled calls?
A: Yes! We send a reminder text to leads 10-minutes before a scheduled call. However, we suppress that reminder text from going out if the lead has been Qualified.

Q: When do we reject Inbound Calls (IBCs) from leads for CallConnect?
A: To reduce the number of spam leads routed to our CallConnect clients, we reject inbound calls from leads that have never been in our system before. IBCs from leads already in their system will still be CallConnect Transferred.

Q: When a CallConnect is transferred, what does your team hear?
A: When your call center answers a CallConnect transfer, they are able to hear an OPTIONAL message that provides them the context they need before speaking with the lead. Usually, this will be a pre-recorded IVR recorded by Customer Success to use in this instance.

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